…transformation at the center of their corporate strategies by the end of 2017, according to IDC. CEOs and CMOs are increasingly becoming more accountable for driving maximum business impact from their digital marketing efforts, and building so-called “digital centers of excellence” is becoming…

…integrations. Kyle Christensen, SVP of marketing at call tracking/analytics service Invoca, told me he thought this launch represented a “tipping point” where voice-based interaction is now a grown-up member of the contact center.Callcenters are often thought of as “old school,” he said, because…

…for contact centers, a Phone Gateway for taking calls without infrastructure, Knowledge Connectors for understanding unstructured data like FAQs and Sentiment Analysis. In Contact Center AI, a Virtual Agent first answers the call and handles it if possible. If not, it passes the call to a human…

…reported on MarTech Today, Marketing Land and other places across the web. From MarTech Today: With Amazon Connect, anyone can use Amazon’s contact center tech Mar 29, 2017 by Barry Levine New service uses the same voice tech as Alexa and integrates with AWS’s other software offerings plus various…

…Contact Center AI Last week, Google announced a variety of new AI offerings, most notably the alpha release of its new Contact Center AI. Based on its Dialogflow development suite for conversational agents, launched last fall, Contact Center AI offers a voice bot Virtual Agent who answers a call, a…